Customer Service Sales
Resume:
Robert J. Lajiness
Austin, Texas 78750-1544
*********@*********.***
Merchandising
**** – 2009
Advantage Sales and Marketing
Austin, Texas
**** – 2007
Highpoint Southwest Services
Austin, Texas
Worked to meet Client and Company objectives by maintaining full distribution on existing SKUs.
Communicated effectively both internally to ASM management and externally with Customers
Maintained Client objectives by ensuring that product(s) were fully stocked, correctly signed, properly faced,
and set to schematics. Worked on the achievement of business objectives through placement of new items at
all assigned stores. Maintained schematic standards by ensuring all authorized items were in distribution and
set to shelf standards. Maintained schematic integrity through consistent communication with District Manager
and other retail personnel. Worked on the authorization of items to meet Client shelf schematic standards.
Customer Service/
Tool Rental Sales
2003 – 2006
Home Depot, Austin, Texas
Promoted products and negotiated rental contracts to achieve assigned rental and sales revenue goals.
Enhanced customer satisfaction by developing rapport with key decision makers and end users. Developed and
executed strategies to achieve revenue goals that reflect an understanding of market conditions and trends.
Addressed customer service issues in the field by managing customer expectations and solutions to projects
Developed, implemented, and sustained quality process improvements that focus on safety, operations, and
customer service.
Education/Training
Teacher
2002 – 2003
Lanier High School, Austin, Texas
Responsible for student mastery of construction trade and related competencies which prepare high school
students for employment. Courses taught were Safety, Drafting, and Introduction to Carpentry.
Education/Training
Teacher
1996 – 2001
East Valley Institute of Technology, Mesa, Arizona
Responsible for student mastery of construction trade and related competencies which prepare high school
students for employment. Courses taught were Safety, Cabinetmaking, Electrical, Masonry, and Plumbing.
Student mastery was achieved through the use of computer-based and hands-on tasks, group and individual
instruction, peer teaching, co-operative learning, and on-the-job projects.
Education/Training
Teacher
1994 –1996
Chinle High School, Chinle, Arizona
Responsible for set-up and operation of the in-school suspension program to include behavior modification of
students, tutoring in all subject areas, crisis counseling, and teacher and parent notification of student
disciplinary action. Designed, developed, and implemented software programs to track student tardiness.
Assisted administrative personnel in processing incident reports, provided student intervention, and conferred
with parents.
Education/Training
Teacher
1990 – 1994
Penta County Vocational School, Perrysburg, Ohio
Responsible for course design and student mastery of vocational and
related competencies which prepare adults for employment in the maintenance and operation of a physical
plant in commercial institutions.
Management
Project Coordinator
1984 – 1990
Long Builders and Developers, Toledo, Ohio
Develop and monitor timelines for construction of residential homes;
conduct quality inspections; review subcontractor bids; correct deficiencies.
PROFESSIONAL STRENGTHS
Project Management
Training & Development
Customer Service/Support
Business To Business (B2B)
Business To Customer (B2C)
Scheduling
Budgeting
Troubleshooting
Cash Management
Equipment Purchasing
Facilities Planning/Management
Quote Requests
CAREER HIGHLIGHTS
Project Management
Coordinated nationwide market research studies for
automaker clients. Designed facility layout where the study would be held, negotiated with dealers of
competitive cars for their use in the study, coordinated the physical layout of the study with vendors on site.
Result: Thoroughness increased revenues for the firm through additional repeat business and new clients.
Training & Development
Supervised and trained a group of unskilled workers. Created teams which participated in formal instruction
and hands-on activities. Within five months, team members were assigned real projects. Result: Intense
training completed with significant savings to the customer.
Designed and implemented program to reduce training time in technical skills. Incorporated self-paced
activities allowing individuals to learn the tasks at their own speed.
Result: Reduced time to achieve mastery level by over 40%.
Coordinated and Scheduled Projects
Developed timelines based on completion date, acquired and reviewed bids, brought appropriate teams into the
process as needed, monitored quality throughout the project, identified potential problems and resolved them.
Result: Completed projects on time and/or on budget.
Scheduling
Scheduled/supervised manpower and equipment to increase productivity. Directed the activity of a material
handling crew responsible for stocking presses, on- and off-loading delivered material, and changing press
dies. Scheduled material for shearing and maintained inventory of raw material.
Result: Increased productivity 23%.
Sales B2C
Started retail tool rental department for international home improvement company. Worked directly with
customers seeking recommendations on equipment and processes to complete projects.
Result: Highest weekly average contract initiated and highest average income per contract in the department.
Sales B2B
Account associate for computer firm specializing in turn key CAD systems for design and construction
industry. Sales generated through cold calls, referrals, and trade shows. Assisted in training and technical
services after the sale.
Result: Increased sales revenues and customer service satisfaction.
Troubleshooting
Contractors behind schedule on completion of education facility. Implemented and coordinated installation of
finish details prior to and after facility opening. Trained and supervised unskilled workers in the process.
Reduced normal completion time by several weeks.
Result: Facilitated opening of education facility on schedule with minimal disruption.
Customer Service/Support
Increased customer satisfaction. Initiated an aggressive training program for service personnel, hired and
trained additional personnel, scheduled quarterly preventative maintenance calls, initiated preventative
maintenance contract incentive program for servicemen, reviewed operator maintenance procedures and
operation with customers.
Result: Reduced callbacks by over 40% and significantly increased customer satisfaction and service contract
revenues.
ADDITIONAL SKILLS
Six-Sigma Total Quality Management training
Microsoft Office
EDUCATION
B.A., Biology, University of Toledo, Toledo, Ohio
Graduate Coursework, Vocational Education, University of Toledo, Toledo, Ohio
Graduate Coursework, University of Phoenix, Phoenix, Arizona
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